文章基本信息

标题：Service Recovery,Satisfaction and Customers’ Post Service Behavior in the Malaysian Banking Sector
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作者：Shaheen MANSORI ; Goh Guann TYNG ; Zarina Mizam Mohd ISMAIL 等
期刊名称：Management Dynamics in the Knowledge Economy Journal
印刷版ISSN：2286-2668
出版年度：2014
卷号：2
期号：1
页码：5-20
语种：English
出版社：College of Management, National University of Political Studies and Public Administration
摘要：Financial services sector has become very competitive a!er Malaysia government’s liberalization policy.In order to address the increased competition,banks have shi!ed their strategy from product-centered to a customer-centered strategy."is study tests a model related to the relationship between the service recovery,customer satisfaction and customer a!er purchase behavior.To test the proposed model,370 self-administered questionnaires were distributed."e analyses based on Structural Equation Modelling (SEM) reveal direct relationships between perceived distributive justice,perceived procedural justice,perceived interactional justice and customer satisfaction in regard to service recovery."e results also show that customer satisfaction increases the level of trust among customers."ere is also a high possibility that satis#ed customers will spread positive word of mouth that can reinforce the good reputation of the service provider.Bootstrap is used to examine the mediation e$ects of satisfaction and the results show that customer satisfaction fully mediates the relationship between perceived interactional justice and word of mouth."e results also indicate that customer satisfaction partially mediate the following relationships;perceived distributive justice with word of mouth,perceived procedural justice with word of mouth and perceived interactional justice with perceive trust.However,the fact that this study is conducted by using cross sectional method,focuses on banking industry and covers a small area of the country should be taken into consideration for any generalization of results.
关键词：service recovery;distributive justice;procedural justice;interactional justice;perceived trust;word of mouth;banking;Malaysia.